Over the weekend I was in the unfortunate position of having to call upon my British Gas Homeserve agreement as my boiler decided to go on the blink just as my family and I were settling down to watch a film, well my wife and I were settling down whilst our 1 year old was [...]

A recent survey discovered that up to 96% of people who are unhappy with your organisation will not bother to tell you about it. This is a very worrying statistic and should make anybody in customer service sit up and take note. In basic terms this means that if 100 people were unhappy with you [...]

Over the weekend my wife and I went out for a curry.  We actually went to a curry house that I have praised in the past on this very blog for their efforts in going the extra mile and generally achieving customer delight.  They achieve customer delight in a number of innovative ways such as [...]

No matter how good we are we all have to deal with complaints from time to time.  The following tips will help you to get the tone of your responses right when you are dealing with written complaints. When we speak, our tone of voice affects what we say and produces different reactions.  We may [...]

We have all encountered difficult people and complaints but David Brent really takes it to the extreme when he conducts a role-play on an internal training course.  We would certainly not advise this approach to dealing with or indeed making a complaint! Hopefully your methods of handling complaints are a little more sophisticated and less [...]